Main > General Instructions > Advisor Queue

ADVISOR QUEUE edited 1.12.08

The Advisor Queue contains all open calls and email. If you update your personal homepage to the instructions listed below under option 2, then your home page will include all the ticket types listed below PLUS any tickets assigned to you with the status of attempted, pending, SCA email pending, or SCA VM pending and SCA Follow-up.

  • Includes all new today email and voice mail
  • Includes all repeat attempts (at bats) – i.e. calls that have not yet been attempted TODAY
  • Includes any calls or emails that were previously attempted today, but that advisor is no longer working this day [we will NOT remove your at bats until you are done for the day OR you tell the CA there are special circumstances, such as the time requested for the call is after your shift ends]
  • Includes all ambassador referral tickets.
  • Includes all Marketing Campaign follow-up tickets.

You have 2 options for how to view the open tickets.

Option 1. Set up the Advisor Queue as your home page

  • Log into Footprints
  • Click on My Preferences in the left-hand task bar
  • Under the Homepage List Preferences (2nd blue line), find Default List (second item)
  • Select Advisor Queue from the drop down menu
  • Type your password in the Apply Changes section at the bottom of the page and click Go

Option 2. [Best Option] Revise your personal homepage

  • Log into Footprints
  • Click on Search and then (when the list drops down) click on Saved Searches in the left-hand task bar
  • Under Personal Searches, click the radio button next to Edit
  • From the drop down menu select your personal home page and click Go
  • Under the first solid line, find the Assigned to field
  • In the Assigned to field hold down Control and Click on Advisors [your name should also be highlighted in this field]
  • Click on Advanced Assignment Controls (under the Assigned to field in red)
  • A new field shows up, ‘Exclude Issues Assigned to’ – hold down control and select the name of every OTHER advisor – NOT YOUR OWN NAME
  • In the Status field (also under the first solid line) hold down the control button and click on SCA VM Pending [you should have Pending, Attempted, SCA Email Pending, and SCA VM pending AND SCA Follow-up – all highlighted when you finish]
  • At the bottom of the page, under Advanced Options, sort results by:
    • Priority, ascending
    • Status, ascending
    • Issue Number, ascending
  • Hit go at the bottom of the page

How to ‘Take’ Tickets

  1. If you have been on this page for more than a few seconds, click REFRESH, then immediately follow the instructions below- if you forget this step you may take a ticket someone else is ALREADY working on! VERY IMPORTANT!
  2. Select the first ticket in which the assignee is says Advisors – be careful NOT to take any ticket assigned to another advisor
  3. You will work from the highest priority (Urgent) down to the lowest priority
  4. Hover your mouse under the assignee on the top ticket
  5. Slide your mouse across the screen on that same line to the box on the far right side
  6. Check that box – ONLY SELECT ONE TICKET AT A TIME
  7. Slide your mouse up that column to the drop down menu labeled “Report”
  8. Select “Taking” from the drop down menu
  9. Click on the green ‘Go’ arrow to the right of the drop down menu
  10. Click Go at the bottom of the next page
  11. The system will return you to the page on which you began (either the Advisor Queue OR your personal homepage)

12. Before beginning work on a ticket – verify AGAIN that you are the only assignee – if there is a problem, see the CA immediately – do NOT remove any other assignee

Other Details

  • When you run out of voice mail [SCA VM Pending tickets],
    • begin work on your at bats, BUT IM THE CA so she knows the VM is empty---
    • your attempted phone calls are higher priority than email if they have not yet received a 2nd attempt that day, but leave at least a 2 hour span between attempts
    • Remember you are responsible for retrying any tickets at least once more during your shift where you were unable to leave a message
    • we have advisors working overseas during our night to do email, so we CAN leave them to the end of the day
  • When you have no at bats that can be re-attempted, start on email pending, again communicate with the CA what you are doing
  • If you are working outside of normal business hours pay special attention to the TIME ZONE – remember we do not call before 8 AM or after 8 PM in the CUSTOMER’S TIME ZONE
  • If you are using the Advisor Queue AND your personal homepage instead of merging the two pages be sure you check your personal home page for any at bats/attempted calls frequently!
  • Do not work beyond your scheduled shift without communicating with the CA